Technical Support Specialist
Technical Support Specialist
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Job Description
Title:
Technical Support SpecialistAbout KBR:
At KBR We do things that matter.
We deliver science technology and engineering solutions to governments and companies around the world. KBR employs approximately 38000 people worldwide with customers in more than 80 countries and operations in over 29 countries.
KBR is proud to work with its customers across the globe to provide technology value-added services and long-term operations and maintenance services to ensure consistent delivery with predictable results. At KBR We Deliver.
KBR in Australia
With over 65 years working on some of Australias largest and most complex projects KBR has unmatched experience supporting the nations critical infrastructure energy transition and national security priorities. KBR has around 2000 employees throughout Australia who are focused on delivering innovative technology and engineering solutions for a safer more secure and sustainable future.
Belong Connect and Grow at KBR
At KBR we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to and ongoing journey toward being a People First company. That commitment is central to our team of teams philosophy and fosters an environment where everyone can Belong Connect and Grow. We Deliver Together.
The Opportunity:
The Technical Support Specialist is responsible for delivering responsive effective and professional technical support to internal users across desktop applications hardware and systems. Operating under the general direction of the IT Support Manager this role acts as a key contact for end-user support and plays a crucial role in restoring service availability system usability and user productivity.
The Technical Support Specialist will respond to incidents troubleshoot system and application-related issues and liaise with network and development teams to resolve more complex problems. This position requires a strong customer service mindset broad technical knowledge and the ability to analyse and resolve issues using standard processes and procedures while continuing to build technical depth and capability.
Responsibilities
Service Operations
Provide day-to-day support for desktop applications end-user devices and standard operating environments.
Monitor log and track user queries related to transactions procedures and system status.
Respond to service requests and incidents in a timely and professional manner in line with service level agreements.
Escalate more complex issues to the appropriate internal teams (e.g. network services or application developers) for resolution.
Maintain system access user accounts and standard configurations as per organisational policies.
Assist in the setup and deployment of new hardware and software for end-users.
Incident & Problem Management
Analyse and troubleshoot technical issues using standard procedures and tools.
Identify recurring problems and contribute to root cause analysis and long-term resolutions.
Document incidents support steps and outcomes in ticketing systems and knowledge bases.
Support improvement of support services by sharing insights trends and suggestions with the wider team.
Maintenance & Continuous Improvement
Assist with system and application updates patching and configuration changes.
Contribute to continuous improvement of support processes and user experience.
Provide input to internal documentation user guides and training materials.
Collaboration & Communication
Work collaboratively with internal support and technical teams to ensure effective issue resolution and service delivery.
Communicate clearly with users of varying technical skill levels ensuring they feel supported and informed.
Provide informal mentoring and guidance to junior team members as needed.
Qualifications Skills and Experience
Essential
Experience supporting end users in a corporate IT environment including desktop hardware operating systems and standard applications.
Strong communication and interpersonal skills with a focus on customer service.
Proven ability to diagnose and troubleshoot technical issues related to desktops applications and user accounts.
Working knowledge of Microsoft Windows OS Office 365 suite and basic networking principles (TCP/IP DNS DHCP).
Ability to follow standard operating procedures and escalate appropriately.
Completion of an undergraduate degree in a relevant field or equivalent work experience (minimum 2 years).
Desirable
ITIL v3/v4 Foundation Certification.
Experience using ITSM tools such as ServiceNow Remedy or similar.
Familiarity with Active Directory remote support tools and mobile device management.
Exposure to working in secure or classified environments (e.g. Defence or Government).
NV1 or Baseline Security Clearance or the ability to obtain one.
Benefits of KBR
A workplace culture certified as a Great Place To Work (Aus India UK & US)
Flexible working conditions
Competitive salary (including annual reviews)
Paid Parental leave
Paid Reservist leave
Income protection
Corporate rewards
Salary packaging/Novated leasing
Discounted employee stock purchase plans
Flu shots skin checks and private health insurance discounts
Career development: Online learning mentorship and career pathways
If youre ready to shape tomorrow lets get started. Apply Now!
KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land sea community and culture. We pay our respects to Elders past and present.
As a Major Service Provider of the Australian Defence Force an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR). As such our hiring decisions are based on the key requirements of each role and candidates are selected based on their unique strengths and experiences.
#LI-JAW1
Required Experience:
Unclear Seniority
Employment Type
Full-Time
